You are here:
Working with Conversation Data
Let’s review the actions that you can take in each type of channel.
| Action | Supported in Standard Messaging? | Supported in Enhanced Messaging, Enhanced Chat, and Service Cloud Voice?* |
|---|---|---|
| View transcripts | Yes. View them in the Conversation component in the Service Console, or view individual ConversationEntry records. | Yes. View them in Data 360 or in the Enhanced Conversation component in the Service Console. |
| Search transcripts | No. | No. |
| Report on transcripts | Yes. Create custom report types with ConversationEntry as the primary object. For example, create a report showing all messaging sessions conducted per month, organized by status. | Yes. Analyze transcripts in Data 360 with reports and dashboards or Tableau. |
| Download transcripts | Yes. Use Data Loader or the Salesforce Bulk and REST APIs. Or, use the Conversation Transcript Export tool to download your entire transcript history weekly. | Yes. Use the Conversation Transcript Export tool to download your entire transcript history weekly. |
| Delete transcripts to protect customer data | Yes. Deleting a customer’s messaging sessions and messaging user records deletes all associated ConversationEntry records. | Yes. See: |
| Redact text in transcripts | Yes. Create sensitive data rules in Setup to mask certain patterns of text, or use the Salesforce SOAP API. | Yes. Use the Connect REST API to update voice call or messaging transcripts. See Upload or Update Transcripts with Connect REST API. |
| Use the Salesforce API to work with conversation data | Yes. | Yes. Analyze your data by using the Data Cloud API. |
* Includes Bring Your Own Channel in Messaging.
ConversationEntry records aren’t created until the messaging session ends and the service rep closes the session tab. One exception is for the first message in any standard messaging session, whose ConversationEntry record is created immediately.
In Enhanced Messaging channels, you can also use Lightning web components to monitor service rep and customer messages in real time. See Lightning Web Component Events for Enhanced Messaging.
Did this article solve your issue?
Let us know so we can improve!
